AI Won't Replace Your Call Center. It'll Finally Let It Be Human Again.
Ask any CSR what they signed up for, and it's rarely "document research." They signed up to help people navigate something confusing and often stressful: a coverage question, a denied claim, a benefit they don't understand. But look at how most of that time actually gets spent, and the job looks less like human connection and more like administrative archaeology: digging through PDFs, cross-referencing systems, trying to confirm a detail before the member on the line loses patience.
